workforce management

How to Select the Best Workforce Management Solution for your Contact Centre

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.


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onshoring contact centres

Why Contact Centres are looking at Onshoring Contact Centres again

As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.


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KPI Blog

10 Key Metrics and KPI’s for Contact Centre Performance

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.


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IVR

How IVR’s Have Changed the Contact Centre Industry – written by Brett Redman

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control…


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Contact Centre After Pandemic

Call Centre status after COVID-19 Pandemic

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees' daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks.…


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the best methods to keep contact centre agents super motivated

The Best Methods To Keep Contact Centre Agents Super Motivated

Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work. However, if you can trial new and different ways to coach and…


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